Category: 🚛 Shipping & Delivery  |  Section: Shipping & delivery general questions  |  Contact reason: Shipping & delivery general questions

Summary — read this first

What this article covers: every general shipping and delivery question that is not an incident — how, when and where a seller must ship, shipping labels, buyer delivery and return questions, and the shipping rules and restrictions. 47 use cases across 26 guides, grouped in 4 sections; each one states the exact conditions it applies to and the steps to follow.

Pick your use case:

1. Seller questions — how, when and where to ship

1. Seller wants to know how to ship their item — Set contact reason to Shipping & delivery general questions
2. Seller general direct shipping questions — ✔️ Answer can be found in the FAQ — 📌 Different macros exist
3. Seller general direct shipping questions — 🔸 Prepaid Shipping Label: will the Buyer have my address? (when: ❌ Answer can't be found in the FAQ) — Send "Prepaid shipping label: will the buyer have my address" macro For the USA, the direct shipping labels will have Vestiaire Collective’s…
4. Seller general direct shipping questions — 🔸 When will I get paid if no issue reported by Buyer? (when: ❌ Answer can't be found in the FAQ) — Send "If no litigation-When will I get paid" macro
5. Seller general direct shipping questions — B2C seller can’t sell in DS (when: ❌ Answer can't be found in the FAQ) — Direct shipping orders are limited to 1,000 euros
6. Seller general direct shipping questions — Australia 🇦🇺: Seller is blocked to sell in DS (when: ❌ Answer can't be found in the FAQ) — Check if the seller is blocked to sell in direct shipping
7. Seller general shipping​ time frame — If the seller requests to extend the shipping window — Continue in another article: 🚛 Shipping & Delivery › Shipping window extension › Seller wants to extend shipping window
8. Seller wants to know how long they have to send their item​ — ❌ Not sponsored country​ — Send "Shipping label non eligible country " macro
9. Seller wants to know how long they have to send their item​ — ✔️ Sponsored country — Explain to the client he has 7 days to ship the items
10. Seller wants to know if they need to use their own packaging — Set contact reason to Shipping & delivery general questions
11. Seller want to know if they need to pay for shipping themselves — Sponsored country — Inform the seller they are in a sponsored country and send the dedicated macro with the procedure “Do I need to pay for shipping? Shipping…
12. Seller want to know if they need to pay for shipping themselves — Non-sponsored country — Inform the seller they are not in a sponsored country and send the dedicated macro with the procedure “Shipping label non-eligible country…
13. Sponsored countries list — Here is the list of all seller sponsored countries
14. Seller wants to know if QR code is available to drop-off the item — Drop off (in pickup point) (when: If the seller couldn't ship with QR code) — If the seller chooses the QR code option, they will have a link redirecting them to DHL website to look for a pickup point in order to drop off…
15. Seller wants to know if QR code is available to drop-off the item — Pick up (home collection) (when: If the seller couldn't ship with QR code) — Create a child ticket to escalate the case to the carrier manager The carrier manager will provide feedback to the carrier
16. Seller complains because drop-off location is not accessible — If the seller still complains — Inform the seller we will transfer the request to the dedicated team
17. Seller request to deposit the parcel from a different country — Inform the seller this cannot be done and they must use the label from the correct departure country
18. Seller wants to change their shipping method / preferences — If the seller wants to use their own shipping label — Continue in this article: Seller requests to use their own shipping label
19. Seller asks how long the buyer has to collect an item in pick up point — Set contact reason to Shipping & delivery general questions
20. Seller forgot to send a piece with the item — Direct Shipping — Inform the seller that it is not possible to provide a new shipping label
21. Seller forgot to send a piece with the item — Authenticated Shipping — QC report is available — Same handling as 22. QC report is NOT available yet
22. Seller forgot to send a piece with the item — Authenticated Shipping — QC report is NOT available yet — Inform the seller item will go through quality checks at the warehouse and may not pass

2. Shipping labels

23. Seller shipping label access — ✔️ Country with prepaid Shipping Label​ — Explain to the seller where to find the label in their account using the macro: Prepaid shipping label eligible country
24. Seller shipping label access — ❌ Country without prepaid Shipping Label​ — Explain to the seller they need to include the shipping note we have provided, using the macro: Authenticated Shipping- Shipping label non…
25. Seller requests to use their own shipping label — The seller has not shipped the item yet — Inform the seller that we do not allow them to ship with another carrier for insurance purposes and invite them to use the label in their…
26. Seller requests to use their own shipping label — The seller has already shipped the item — Continue in another article: 🚛 Shipping & Delivery › Shipping & Delivery timeline not updated › Seller already shipped the item but timeline (tracking) is not activated
27. Seller requests to use their own shipping label — Seller wants to ship their sold item from another country — Continue in this article: Buyer wants to return the item from another country
28. Manual shipping label creation — Go in

3. Buyer questions — delivery and returns

29. Buyer general delivery​ questions — 🔸Shipping cost information — Send “Shipping cost” macro
30. Buyer general delivery​ questions — 🔸 Why the item he likes cannot be delivered to his country — Continue in this article: Buyer can't buy / Export & import restrictions
31. Buyer general delivery​ questions — 🔸 Difference between Express Delivery and Direct Shipping​ — Send “What is the difference between Express Delivery and Direct Shipping?” macro
32. Buyer general delivery​ questions — Buyer received the item but timeline is not updated — Check if the item is "delivered” in the carrier tracking tool
33. Buyer general delivery​ questions — How long does the delivery take? — Notify the buyer of the seller's shipping delay, warehouse checks delays, and expected carrier delivery time
34. Buyer general direct shipping questions — Definition & advantages — Send "What is DS and what are the advantages for buyers?" macro
35. Buyer general direct shipping questions — Possible to meet in person? — Send "Am I able to meet the seller in person and pick up the package?" macro
36. Buyer general direct shipping questions — Difference between Express Delivery & Direct Shipping — Send “What is the difference between Express Delivery and Direct Shipping?” macro
37. Buyer general direct shipping questions — Australia 🇦🇺: Buyer is blocked to buy in DS — Check if the seller is blocked to sell in direct shipping
38. Buyer: How long item available in pick up point? — Set contact reason to Shipping & delivery general questions
39. Buyer requests to postpone the shipment — Set contact reason to Shipping & delivery general questions
40. Buyer wants to know where to find delivery info — Customer has tracking issues or wants more info on the delivery status — Continue in another article: 🚛 Shipping & Delivery › Where is my parcel? › Buyer tracking issues or wants more info on the delivery status
41. Buyer returns item to the warehouse with their own shipping label — Set the contact reason to Shipping & Delivery general questions
42. Buyer wants to return the item from another country — ✔️ Sponsored country — Inform the buyer we will transfer the request to the dedicated team to better assist him in his request
43. Buyer wants to return the item from another country — ❌ NON-sponsored country — Inform the buyer to arrange the shipment, cover the shipping label and any related customs fees, and provide us with the tracking number

4. Shipping rules and restrictions

44. Buyer can't buy / Export & import restrictions — Buyer should be able to buy (seller is not from the list above, item doesn't contain restricted material) — Escalate to the Curation - Project & Partners team explaining the item was set to restricted material incorrectly
45. Buyer can't buy / Export & import restrictions — Country has restrictions — Explain to the customer that they can’t buy an item they see listed because there are some specific country restrictions
46. PO box usage — Reply to the customer as per email suggestion below
47. Requests to come to our warehouse/office — Reply to the customer explaining that this is not possible

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1. Seller questions — how, when and where to ship

Seller wants to know how to ship their item

Context: Seller wants to know how do they ship their item to the buyer or Vestiaire Collective

Use case 1 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Please send the macro to the seller How do I ship my item? that explains the process
3. Solve the ticket

Seller general direct shipping questions

Context: Seller has general questions related to Direct Shipping

First steps (all cases)

🎯 Process: Check if the answer can be found on the FAQ

Common path — conditions and steps shared by several use cases

1 — ❌ Answer can't be found in the FAQ

📖 Context: Seller can have specific questions not available in FAQs

2. ✔️ Answer can be found in the FAQ

📌 Different macros exist:

• What is DS and the advantages for sellers?
• Who is eligible to the DS?
• Which product are eligible to the DS?
• How many days do I have to send my Direct Shipping item?
• In which countries direct shipping is available?

🎯 Process: personalize the message below: Thank you for your question. We have a section on our FAQs dedicated to Direct Shipping! Please have a look at: CHOOSE THE DEDICATED FAQ article

3. 🔸 Prepaid Shipping Label: will the Buyer have my address?

Applies when: ❌ Answer can't be found in the FAQ.

🎯 Process

1. Send "Prepaid shipping label: will the buyer have my address" macro For the USA, the direct shipping labels will have Vestiaire Collective’s warehouse address, NOT the seller’s
2. Solve the ticket

4. 🔸 When will I get paid if no issue reported by Buyer?

Applies when: ❌ Answer can't be found in the FAQ.

🎯 Process

1. Send "If no litigation-When will I get paid" macro
2. Solve the ticket

5. B2C seller can’t sell in DS

Applies when: ❌ Answer can't be found in the FAQ.

Direct shipping orders are limited to 1,000 euros. But if the seller is ‘top tier’ they will be able to sell in direct shipping up to 10,000 euros

🎯 Process: check whether the seller is a ‘top tier’ or not Go to C360 > Seller > Status & Permissions > Flags & Permissions and check if there is the flag ‘ B2C Top tier seller’

Sub-cases

6. Australia 🇦🇺: Seller is blocked to sell in DS

Applies when: ❌ Answer can't be found in the FAQ.

🎯 Process

1. Check if the seller is blocked to sell in direct shipping Go to C360 > Seller > Status & Permissions > Flags & Permissions and check if there is the flag ‘ Block seller DS eligibility ’
2. You can inform the seller using the text below: After thorough investigation with our logistics teams, I can confirm that your items are not eligible for Direct Shipping because we exclusively use one carrier for Direct Shipping in Australia, and unfortunately, your postal code is outside their coverage area. We've found that the closest drop-off point is very far from your address, which would be an unreasonable distance to expect you to travel. Due to this carrier limitation, Direct Shipping is not available for your address, which is why buyers will need to purchase your items using our Authenticated Shipping method instead. I sincerely apologize for any inconvenience this may cause and appreciate your understanding regarding this situation.
3. Solve the ticket

Seller general shipping​ time frame

Context: Seller wants to know how many days he has to send his item​

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Please inform the sellers they have 7 days to use our label to ship a sold item. Otherwise, the order will be canceled and the buyer refunded. You can send the macro: How long do I have to send my item?
3. Solve the ticket

7. If the seller requests to extend the shipping window

→ Continue in another article: 🚛 Shipping & Delivery › Shipping window extension › Seller wants to extend shipping window.

Seller wants to know how long they have to send their item​

Context: Seller contacting CS wanting to know how long does he have to send his item​

First steps (all cases)

🎯 Process: Check seller’s country

8. ❌ Not sponsored country​

🎯 Process: Send "Shipping label non eligible country " macro

9. ✔️ Sponsored country

🎯 Process: please explain to the client he has 7 days to ship the items. You can use the following macro: how long do I have to send my item

Seller wants to know if they need to use their own packaging

Context: Seller wants to know if we provide packaging for the item or they need to use their own

Use case 10 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Send "Do I need to use my own packaging?” macro

Seller want to know if they need to pay for shipping themselves

Context: Seller wants to know if they need to pay for the shipping themselves, or if it is covered by Vestiaire Collective

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & Delivery general questions
2. Please check if the seller is in a sponsored country or non-sponsored country Go to C360 > Seller > Shipping from address front office and check the list of sponsored country

11. Sponsored country

🎯 Process

1. Please inform the seller they are in a sponsored country and send the dedicated macro with the procedure “Do I need to pay for shipping? Shipping label eligible country”
2. Solve the ticket

12. Non-sponsored country

🎯 Process

1. Please inform the seller they are not in a sponsored country and send the dedicated macro with the procedure “Shipping label non-eligible country ”
2. Solve the ticket

Sponsored countries list

Use case 13 — single process, no branching: follow the steps below.

Process to follow

🎯 Process: Here is the list of all seller sponsored countries. If the seller is shipping his item from any of the countries listed below, then shipping costs are covered, and the label is available to download in the App or Web.

1. Australia
2. Austria
3. Belgium
4. Bulgaria
5. Canada
6. Canary Islands
7. Croatia
8. Cyprus
9. Czech Republic
10. Denmark
11. Estonia
12. Finland
13. France
14. Germany
15. Greece
16. Guernsey
17. Hong Kong
18. Hungary
19. Indonesia
20. Ireland
21. Isle of Man
22. Italy
23. Japan
24. Jersey
25. Latvia
26. Lithuania
27. Luxembourg
28. Malaysia
29. Malta
30. Monaco
31. Netherlands
32. Philippines
33. Poland
34. Portugal
35. Romania
36. Singapore
37. Slovakia
38. Slovenia
39. South Korea
40. Spain (C2C only)
41. Sweden
42. Switzerland
43. Taiwan
44. United Arab Emirates (B2C only)
45. United Kingdom
46. United States

Seller wants to know if QR code is available to drop-off the item

Context: Seller wants to know whether the QR code shipping is available for his item

First steps (all cases)

🎯 Process

1. Set contact reason as Shipping & Delivery general questions
2. Inform the seller that labelless option info (QR code) can be available in the web or in the app when selecting a carrier depending on the carrier, their location and the item value. If they want to change the carrier they might be able to do based on their location. Refer to this process: You can also invite the seller to check the Help Center and especially the FAQ articles below: Seller: Packaging Your Item Or depending on the carrier: Seller: Shipping Your Item With UPS Seller: Shipping Your Item With DHL Seller: Shipping Your Item With La Poste
3. Solve the ticket

Common path — conditions and steps shared by several use cases

1 — If the seller couldn't ship with QR code

This issue usually happens with DHL as not all the drop off points accept QR codes

🎯 Process: please check in the seller’s timeline if they chose to ‘drop off’ their item or if they requested a ‘pick up when the QR code didn’t work Go to C360 > Item info > Seller timeline

14. Drop off (in pickup point)

Applies when: If the seller couldn't ship with QR code.

If the seller chooses the QR code option, they will have a link redirecting them to DHL website to look for a pickup point in order to drop off their item: You can check the pickup point here https://locator.dhl.com/ The seller have to choose ‘I have a QR code’ to display only the pickup points which accept the QR codes to ship

🎯 Process: please ask the seller if they chose ‘I have a QR code’ or not when checking the pickup points on the DHL website

Sub-cases

15. Pick up (home collection)

Applies when: If the seller couldn't ship with QR code.

🎯 Process

1. Please create a child ticket to escalate the case to the carrier manager The carrier manager will provide feedback to the carrier
2. Inform the seller that the problem has been escalated to the right team and suggest them to edit their shipping preferences in order to use a standard label You can refer to this process:
3. Solve the ticket

Seller complains because drop-off location is not accessible

Context: Seller contacts us because his drop-off is not accessible (e.g. location is far away from his address)

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Inform the seller that they can request home collection for their item. All information is accessible on the web/app where they will select the carrier. If applicable, sellers can change carriers based on location. Please refer to this process: You can also invite the seller to check the Help Center and especially the FAQ articles below: Seller: Packaging Your Item Or depending on the carrier: Seller: Shipping Your Item With UPS Seller: Shipping Your Item With DHL Seller: Shipping Your Item With La Poste
3. Solve the ticket

16. If the seller still complains

🎯 Process

1. Inform the seller we will transfer the request to the dedicated team
2. Leave an internal note explaining to SWAT that they can decide whether to create a new manual shipping label or not Manual shipping creation should be an exception and sellers cannot request it many times
3. Please transfer the ticket to ADM_multi_L1_swat-team
4. Leave the ticket status as “Open”

Sub-cases

Seller request to deposit the parcel from a different country

Context: you receive a contact from a seller asking if they can deposit/ship their item in a different country than the one on the shipping label

Use case 17 — single process, no branching: follow the steps below.

Process to follow

🎯 Process: Inform the seller this cannot be done and they must use the label from the correct departure country. If shipping isn't possible, ask the seller to cancel the sale and relist the item. If they have changed country, request they update the “ship from” address for future sales.

Seller wants to change their shipping method / preferences

Context: seller contacts CS because they want to change their carrier and/or shipping preferences to ship their item Please note that the possibility to change the carrier and/or the shipping preferences depends on the seller’s location. You can check the carriers available to the seller, the label type and the shipping methods here: Go to C360 > Item > Shipping status > Get shipping label

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Advise the seller that they can switch carriers based on location and/or update their shipping preferences by clicking ‘ Edit shipping details ’. You can send the macro: Seller wants to change their shipping method / preferences Invite the seller to review the Help Center and relevant FAQ articles: Seller: Packaging Your Item Depending on the carrier: Seller: Shipping Your Item With UPS Seller: Shipping Your Item With DHL Seller: Shipping Your Item With La Poste
3. Solve the ticket

18. If the seller wants to use their own shipping label

→ Continue in this article: Seller requests to use their own shipping label.

Seller asks how long the buyer has to collect an item in pick up point

Context: The seller wants to know how many days the buyer has to collect an item at the pickup point before it returns to the seller or warehouse.

Use case 19 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Please invite the seller to refer to what the carrier indicates on their delivery confirmation email. The delay or the latest date for the buyer to pick up the parcel should be mentioned. In any case, this delay will never be more than 15 days.
3. Solve the ticket

Seller forgot to send a piece with the item

Context: The seller contacts CS because he realized he did not send one piece or one element with the item. He asks us to provide him with another shipping label to send the missing piece/element to the buyer

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Check whether the buyer chose direct or authenticated shipping

20. Direct Shipping

🎯 Process

1. Inform the seller that it is not possible to provide a new shipping label
2. Let him know the buyer will have 72h after the delivery to raise an issue and eventually return the item
3. Once the seller has received the item back, please invite him to relist the item Whenever he will sell it, ask him to make sure he will send it with all the pieces or elements
4. Solve the ticket If the buyer didn’t raise an issue within 72h after the delivery, the seller will get paid within 5 business days

Authenticated Shipping

Applies to all “Authenticated Shipping” cases:

🎯 Process: Check if the QC report is already available or not Go to C360 > Item info > Compliance and try to open the QC report clicking on “ View seller auth & QC report "If there is no compliance date, it means the item has not been yet processed at QC

21. QC report is available

→ Same handling as 22. QC report is NOT available yet.

22. QC report is NOT available yet

🎯 Process

1. Inform the seller item will go through quality checks at the warehouse and may not pass. It should be marked as “flagged” and a nego will be opened
2. Solve the ticket When a nego is opened, the buyer and seller have 72h to give their instructions on the negotiation:
3. The buyer can accept and receive the item or refuse and be refunded
4. The seller can relist the item under his account or ask for a return (in case buyer refused the nego)

2. Shipping labels

Seller shipping label access

Context: Seller contacts CS to know where to find his shipping label ​

First steps (all cases)

🎯 Process: Identify the client country. You can find the list of eligible countries for a shipping label here

23. ✔️ Country with prepaid Shipping Label​

🎯 Process: Explain to the seller where to find the label in their account using the macro: Prepaid shipping label eligible country

Sub-cases

24. ❌ Country without prepaid Shipping Label​

🎯 Process: Explain to the seller they need to include the shipping note we have provided, using the macro: Authenticated Shipping- Shipping label non eligible country

Seller requests to use their own shipping label

Context: seller asks if they can use their own shipping label and choose the carrier

First steps (all cases)

🎯 Process: it depends on the item status for the seller’s request

25. The seller has not shipped the item yet

🎯 Process

1. Please inform the seller that we do not allow them to ship with another carrier for insurance purposes and invite them to use the label in their account. You can send the following macro: Seller requests to use their own shipping carrier
2. Solve the ticket

→ Continue in this article: Seller shipping label access — “If the seller still can't access to their shipping label” (sub-case of use case 23).

26. The seller has already shipped the item

→ Continue in another article: 🚛 Shipping & Delivery › Shipping & Delivery timeline not updated › Seller already shipped the item but timeline (tracking) is not activated.

27. Seller wants to ship their sold item from another country

→ Continue in this article: Buyer wants to return the item from another country.

Manual shipping label creation

Context: agent needs to create a manual shipping label for an order that has been cancelled but already delivered to the buyer.

Use case 28 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Go in C360 > Item > Shipping status > Manual label
2. Choose the shipping route depending on the use case
3. Choose the carrier depending on the item location zone You can find at the end of this process the detailed list of countries per zone
4. EU, UK and HK zone: DHL
5. US zone: Fedex

🚨 Except for the routes below

🚨

1. Japan to USA or USA to Japan: DHL
2. There is no possibility to create manual labels for DS AU > AU
3. Download it
4. Add to the ticket and send it to the member Please inform the seller they will not have the carrier instructions with the manual shipping label Detailed list of countries per zone Country Zone Austria EU Belgium EU Bulgaria EU Canary islands EU Croatia EU Cyprus EU Czech Republic EU Denmark EU Estonia EU Finland EU France EU Germany EU Greece EU Hungary EU Ireland EU Italy EU Latvia EU Lithuania EU Luxembourg EU Malta EU Monaco EU Netherlands EU Poland EU Portugal EU Romania EU Slovakia EU Slovenia EU Spain EU Sweden EU Switzerland EU Australia HK Hong Kong HK Indonesia HK Israel HK Japan HK Malaysia HK Philippines HK Singapore HK South Korea HK Taiwan HK United Arab Emirates HK Turkey HK Guernsey UK Isle Of Man UK Jersey UK UK UK Canada US USA US

3. Buyer questions — delivery and returns

Buyer general delivery​ questions

Context: Buyer has general delivery questions (not related to a specific product purchase)

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. It depends on the request:

29. 🔸Shipping cost information

🎯 Process: Send “Shipping cost” macro

30. 🔸 Why the item he likes cannot be delivered to his country

→ Continue in this article: Buyer can't buy / Export & import restrictions.

31. 🔸 Difference between Express Delivery and Direct Shipping​

🎯 Process: Send “What is the difference between Express Delivery and Direct Shipping?” macro

32. Buyer received the item but timeline is not updated

🎯 Process

1. Check if the item is "delivered” in the carrier tracking tool
2. Inform the client the timeline will be updated in the following hours
3. Solve the ticket

33. How long does the delivery take?

🎯 Process

1. Notify the buyer of the seller's shipping delay, warehouse checks delays, and expected carrier delivery time. Use macro: Order Tracking Send-in Send the FAQ link Buyer - Estimated delivery times
2. Invite the buyer to view the timeline in Account > Order & Sales Check the buyer timeline and update him on the delivery forecast. Go to C360 > Item info > Buyer timeline
3. Resolve the ticket

Buyer general direct shipping questions

Context: Buyer has direct shipping general questions (not related to a specific product purchase, or before the item has been shipped)

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. What is the question?

34. Definition & advantages

🎯 Process: Send "What is DS and what are the advantages for buyers?" macro

35. Possible to meet in person?

📖 Context: Buyer wants to know if he is able to meet the seller in person to pick up the package

🎯 Process: Send "Am I able to meet the seller in person and pick up the package?" macro

36. Difference between Express Delivery & Direct Shipping

🎯 Process: Send “What is the difference between Express Delivery and Direct Shipping?” macro

37. Australia 🇦🇺: Buyer is blocked to buy in DS

🎯 Process

1. Check if the seller is blocked to sell in direct shipping Go to C360 > Seller > Status & Permissions > Flags & Permissions and check if there is the flag ‘ Block seller DS eligibility ’
2. You can inform the seller using the text below: After reviewing with our logistics teams, I can confirm that Direct Shipping is not available at this time for Australia. If you decide to place the order, it will be shipped using our Authenticated Shipping method instead. I sincerely apologize for any inconvenience this may cause and thank you for your understanding.
3. Solve the ticket

Buyer: How long item available in pick up point?

Context: buyer want to know how many days they have to collect an item in pickup point before it get returned to the seller/warehouse

Use case 38 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Please invite the buyer to refer to what the carrier indicates in their email. The delay or the latest date to pick up the parcel should be mentioned. In any case, this delay will never be more than 15 days.
3. Solve the ticket

Buyer requests to postpone the shipment

Context: buyer requests to block the shipment from the warehouse until a certain date since he won’t be able to receive it (due to holidays for example). This process only applies to authenticated shipping orders

Use case 39 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Confirm with the buyer the new wanted shipment date from hub and please add an internal note with the new date
3. Transfer the ticket to Multi_L1_swat-team
4. Set the ticket status as “ Open ”

Buyer wants to know where to find delivery info

Context: Customer contacts CS because they want to know where to find the delivery status/tracking info/delivery estimation

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & delivery general questions
2. Send macro “ General Order Tracking ”

40. Customer has tracking issues or wants more info on the delivery status

→ Continue in another article: 🚛 Shipping & Delivery › Where is my parcel? › Buyer tracking issues or wants more info on the delivery status.

Buyer returns item to the warehouse with their own shipping label

Context: A buyer contacts us to let us know that they already shipped their item back to the warehouse using their own shipping label (NOT Vestiaire Collective issued Shipping Label)

Use case 41 — single process, no branching: follow the steps below.

Process to follow

🎯 Process

1. Set the contact reason to Shipping & Delivery general questions
2. If the client did not mention why they are returning the item, ask them for the reason
3. If the client did not provide the name of the carrier they used and the tracking number, ask them to provide this information
4. Inform the client that we will take note of this information and inform them that they should use our own labels and that unauthorised returns are not allowed
5. Write an internal comment on the item page specifying the following:
6. The client’s reason for the return
7. The carrier
8. The tracking number
9. The Zendesk ticket number
10. Your name
11. The date
12. Solve the ticket

Buyer wants to return the item from another country

Context: The buyer contacts CS because they are currently in another country and they want to return the item from there. They are unable to ship the item for the return as it’s not the same address on the shipping label.

First steps (all cases)

🎯 Process

1. Set contact reason to Shipping & Delivery general questions
2. Check whether the buyer wants to return the item from a sponsored country or not Go to C360 > Item info > Shipping status > Sponsored You can also check the following list:

42. ✔️ Sponsored country

🎯 Process

1. Inform the buyer we will transfer the request to the dedicated team to better assist him in his request
2. Leave an internal note explaining to SWAT the seller wants to return the item from a different country Please also inform SWAT team that the buyer will not have the carrier instructions with the manual shipping label, so they can assist him if needed
3. Transfer the ticket to ADM_multi_L1_swat-team
4. Leave the ticket status as “Open”

43. ❌ NON-sponsored country

🎯 Process: Inform the buyer to arrange the shipment, cover the shipping label and any related customs fees, and provide us with the tracking number. Once you have the tracking number, add an internal note in C360.

4. Shipping rules and restrictions

Buyer can't buy / Export & import restrictions

Context: Buyers contact CS because they cannot buy a certain item

First steps (all cases)

🎯 Process

1. Set the contact reason to Shipping & Delivery general questions
2. Check the item’s material in C360 > Item details > material Some items and/or materials are restricted for crossborder shipments: sunglasses, kids clothing, fur, wood, exotic leather, pearls and material “other” FAQ here
3. Check the buyer “billing address” country in C360
4. Check the seller’s “Shipping from” address in C360
5. Finally, check the prohibition rules per country here,
6. If after checking the prohibition rules here the restriction applies, inform the user If the seller is located in the following countries and they sell items with materials restricted, the item cannot be shipped (even in DS):
7. AE: United Arab Emirates
8. AU: Australia
9. ID: Indonesia
10. JP: Japan
11. MY: Malaysia
12. PH: Philippines
13. SG: Singapore
14. TW: Taiwan
15. CA: Canada
16. CH: Switzerland

44. Buyer should be able to buy (seller is not from the list above, item doesn't contain restricted material)

🎯 Process

1. Escalate to the Curation - Project & Partners team explaining the item was set to restricted material incorrectly
2. Set ticket status to “ On-hold ”
3. Once ticket reopens please confirm with the client if they are now able to purchase the item
4. Solve the ticket

45. Country has restrictions

🎯 Process

1. Please explain to the customer that they can’t buy an item they see listed because there are some specific country restrictions. You can send the following macro: No shipping to your country - Approved countries
2. Solve the ticket

PO box usage

Context: you receive a contact from a customer complaining that they can’t use their PO box anymore FAQ: Why can't I use a PO BOX address anymore?

Use case 46 — single process, no branching: follow the steps below.

Process to follow

🎯 Process: please reply to the customer as per email suggestion below. Vestiaire Collective now supports shipping through multiple shipping carriers. Since the USPS is the only carrier allowed to deliver to a PO Box, Vestiaire Collective is no longer accepting these addresses. If you do not have an alternative selling address, you can apply for a Street Addressing Service for your PO box, which enables deliveries from other shipping carriers. The Street Addressing Services (

🔎 click here to see) is free and goes into effect immediately. Just fill out a simple form by

🔎 clicking here and bring it in to your post office. What is a Street Addressing Service? USPS offers their PO box holders to apply for Street Addressing Services (

🔎 click here to see), which allows for delivery from all the other shipping carriers. This allows PO box holders to use the USPS Office street address for delivery, instead of the PO box itself. USPS staff receives the packages and places them into the PO box.

Requests to come to our warehouse/office

Context: buyer or seller requests if it’s possible to go to one of our warehouses/offices to drop/pick the package directly

Use case 47 — single process, no branching: follow the steps below.

Process to follow

🎯 Process: please reply to the customer explaining that this is not possible